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Hub 5 constantly drops out in modem mode

Oconnell123
Joining in

We had a hub 5 installed a few months gonas the old hub 4 constantly kept failing.  However just lately we are having excessive dropouts all day and night. 

we have it in modem mode as have some devices that won't work as they need 2.4.ghz we have a nighthawk router which we had with the hub 4 and now the hub 5. 

recently we notice that we are connected to the WiFi however there is no internet access and so many of our internet based devices in the house are losing connections.

on some devices it is happening 6 hourly to the second all day every day and some devices like the iPad and phones they regularly drop out all day and night every day.  We've rebooted the hub and our router numerous times it helps for about an hour then it starts again.

ive logged into the hub 5 in modem mode and downloaded the logs but it's all gibberish to me but the words critical make me feel we have some major issues going on here.

can anyone enlighten me or help me please before I throw the blasted hub out the window !!!

Cable Modem Status

Refresh data

Network Log

Time Priority Description
22-04-2024 21:35:17noticeGUI Login Status - Login Success from LAN interface
22-04-2024 21:34:25noticeGUI Login Status - Login Fail from LAN interface
22-04-2024 14:57:41warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:41warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:41noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:41warningDynamic Range Window violation
22-04-2024 14:57:37noticeREGISTRATION COMPLETE - Waiting for Operational status
22-04-2024 14:57:37criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:37warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningDynamic Range Window violation
22-04-2024 14:57:27warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningDynamic Range Window violation
22-04-2024 14:57:27warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningDynamic Range Window violation
22-04-2024 14:57:27warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningDynamic Range Window violation
22-04-2024 14:57:21noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:18noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:15warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:13noticeHonoring MDD; IP provisioning mode = IPv4
22-04-2024 14:57:01criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:56:55criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:56:55criticalCable Modem Reboot because of - HW or Power-On Reset
21-04-2024 08:11:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2024 08:11:13criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2024 08:11:12criticalCable Modem Reboot because of - HW or Power-On Reset
14-04-2024 12:50:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2024 12:50:45criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2024 12:50:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2024 12:50:38criticalCable Modem Reboot because of - HW or Power-On Reset
04-03-2024 08:31:30critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-03-2024 08:31:30criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3
14 REPLIES 14

legacy1
Alessandro Volta

What own router (not hub) do you have? try a new cable to it

 

Setup a BQM

https://www.thinkbroadband.com/broadband/monitoring/quality

---------------------------------------------------------------

We have a netgear nighthawk as the router as the virgin media hubs we had previously (4) could never supply anywhere near the 1 gig. On lan and the wireless signal was rubbish everywhere.   The cables are all new as virgin media only installed the hub 5 6 months ago and wired it all up to my netgear and put the hub in modem mode for me  and he replaced the cables that the old hub had with new ones

Adduxi
Very Insightful Person
Very Insightful Person

You need to post all the power levels as well.  Setup a BQM here www.thinkbroadband.com/ping

Once done we can comment further 

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Here is the downstream

Refresh data

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
15710000000.440QAM 25621
24110000000.140QAM 2561
34190000000.340QAM 2562
44270000000.340QAM 2563
54350000000.440QAM 2564
6443000000040QAM 2565
74510000000.240QAM 2566
84590000000.440QAM 2567
94670000000.540QAM 2568
104750000000.540QAM 2569
114830000000.540QAM 25610
124910000000.540QAM 25611
134990000000.440QAM 25612
145070000000.240QAM 25613
155150000000.340QAM 25614
165230000000.340QAM 25615
175310000000.340QAM 25616
185390000000.340QAM 25617
195470000000.440QAM 25618
205550000000.340QAM 25619
215630000000.440QAM 25620
225790000000.440QAM 25622
235870000000.340QAM 25623
245950000000.240QAM 25624
256030000000.140QAM 25625
266270000000.440QAM 25628
276350000000.740QAM 25629
28659000000-1.140QAM 25632
29667000000-1.439QAM 25633
30675000000-1.539QAM 25634
31683000000-1.739QAM 25635
32691000000-1.939QAM 25636

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4012610
2Locked403250
3Locked404480
4Locked404810
5Locked407200
6Locked404130
7Locked404680
8Locked404340
9Locked404850
10Locked406340
11Locked406070
12Locked408230
13Locked409060
14Locked4011180
15Locked4010380
16Locked4010860
17Locked4010980
18Locked4010710
19Locked4012080
20Locked4014000
21Locked4013120
22Locked4012890
23Locked4012840
24Locked4014660
25Locked4015850
26Locked4029980
27Locked4040020
28Locked4040910
29Locked3948900
30Locked3956640
31Locked3951620
32Locked3952760

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked40-2.67476523470

Oconnell123
Joining in

Here are the upstream

Refresh data

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000495120QAM 641
143100000495120QAM 642
23660000048.85120QAM 643
330100000495120QAM 644
42360000049.55120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0100
1ATDMA0100
2ATDMA0120
3ATDMA0100
4ATDMA0100

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61043.02KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2007400000000

Oconnell123
Joining in

I have swapped out the eathernet cable from the hub5 to the netgear night hawk and run speed tests and set up a monitor on think broadband so will let it run for a few hours and see what happens thanks

Adduxi
Very Insightful Person
Very Insightful Person

Power levels look in spec, however there are T2 and T3 timeouts.  Keep an eye on those and see if they build up.  Once your BQM has populated that may show something.  Not convinced by the log either, seems too many sync errors.

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I set the bqm up at 8am and I just looked at it and it is solid red to 100% of dropped packets not sure what the t2 and 3 you mention are I'm a bit of a tech no hoper I'm afraid

Adduxi
Very Insightful Person
Very Insightful Person

You need to go to the Netgear firewall or WAN setup and allow responses to ping from the internet.  If this is not set the BQM will remain all red.

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